The study’s national goals were to explore the concept of customer service and CX, understand consumer needs and preferences, test customer strategies and tactics, and set expectations for the next 2-3 years.
Key changes from 2021 include improvements in reaching the right customer support person and receiving fast responses from email, message, or text, leading to higher customer satisfaction. Customers value employees who are kind, helpful, and knowledgeable, and having the right systems in place to provide quick and seamless access to information is essential.
Convenience is a competitive differentiator, with customers emphasizing its importance. They are willing to pay more for a convenient experience and are likely to switch to a competitor if it offers greater convenience. Friction, such as bad policies, long wait times, inconsistent information, and cumbersome technology, can drive customers away.
To encourage customers to come back, focus on helpfulness, friendliness, and knowledgeability of employees, as well as providing convenience, hassle-free shipping and delivery, and easy returns. Older generations value helpfulness and knowledgeability, while younger generations prioritize friendliness and convenience.
Good customer service has positive outcomes, such as increased business, recommendations, positive ratings and reviews, while bad customer service can lead to negative reactions, including switching to competitors, negative ratings and reviews, and discontinuing business.
In conclusion, prioritizing customer service and providing a convenient and positive experience can drive customer loyalty and satisfaction. By addressing friction points and focusing on the foundations of good customer service, businesses can create a customer-centric culture that encourages repeat business and positive word-of-mouth recommendations.